Summary Report for:
43-4081.00 - Hotel, Motel, and Resort Desk Clerks
Accommodate hotel, motel, and resort patrons by registering and assigning rooms to guests, issuing room keys or cards, transmitting and receiving messages, keeping records of occupied rooms and guests' accounts, making and confirming reservations, and presenting statements to and collecting payments from departing guests.
Sample of reported job titles: Desk Clerk, Front Desk Agent, Front Desk Associate, Front Desk Attendant, Front Desk Clerk, Front Desk Supervisor, Front Office Agent, Guest Service Representative, Guest Services Agent (GSA), Night Auditor
Tasks | Tools & Technology | Knowledge | Skills | Abilities | Work Activities | Detailed Work Activities | Work Context | Job Zone | Education | Credentials | Interests | Work Styles | Work Values | Related Occupations | Wages & Employment | Job Openings | Additional Information
- Greet, register, and assign rooms to guests of hotels or motels.
- Verify customers' credit, and establish how the customer will pay for the accommodation.
- Contact housekeeping or maintenance staff when guests report problems.
- Make and confirm reservations.
- Issue room keys and escort instructions to bellhops.
- Keep records of room availability and guests' accounts, manually or using computers.
- Perform bookkeeping activities, such as balancing accounts and conducting nightly audits.
- Post charges, such as those for rooms, food, liquor, or telephone calls, to ledgers, manually or by using computers.
- Compute bills, collect payments, and make change for guests.
- Record guest comments or complaints, referring customers to managers as necessary.
- Review accounts and charges with guests during the check out process.
- Transmit and receive messages, using telephones or telephone switchboards.
- Advise housekeeping staff when rooms have been vacated and are ready for cleaning.
- Answer inquiries pertaining to hotel services, guest registration, and travel directions, or make recommendations regarding shopping, dining, or entertainment.
- Deposit guests' valuables in hotel safes or safe-deposit boxes.
- Clean and maintain lobby and common areas, such as restocking supplies and watering plants.
- Arrange tours, taxis, or restaurant reservations for customers.
- Prepare for basic food service, such as setting up continental breakfast or coffee and tea supplies.
- Plan, schedule or supervise the work of other employees.
- Date-stamp, sort, and rack incoming mail and messages.
Tools & Technology
Tools used in this occupation:
- Automated attendant systems — Automated telephone answering systems
- Automatic call distributor ACD — Automated call distributors ACD
- Centrex phone console — Centrex phone consoles
- Music or message on hold player — On hold players
- Personal computers
- Premise branch exchange PBX systems — Private automatic branch exchange PABX systems
- Pressure or steam cleaners — Steam cleaning equipment
- Standalone telephone caller identification — Telephone call identification systems
- Vacuum cleaners
- Voice mail systems
Technology used in this occupation:
- Data base user interface and query software — Incident tracking software
- Desktop publishing software — Microsoft Publisher
- Electronic mail software — Microsoft Outlook
- Facilities management software — ASI FrontDesk; InnQuest roomMaster; Ramesys Hotel software; Resort Data Processing software
- Operating system software — Microsoft Windows Vista software
- Spreadsheet software — Microsoft Excel
- Word processing software — Microsoft Word
- Customer and Personal Service — Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
- Clerical — Knowledge of administrative and clerical procedures and systems such as word processing, managing files and records, stenography and transcription, designing forms, and other office procedures and terminology.
- English Language — Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.
- Administration and Management — Knowledge of business and management principles involved in strategic planning, resource allocation, human resources modeling, leadership technique, production methods, and coordination of people and resources.
- Computers and Electronics — Knowledge of circuit boards, processors, chips, electronic equipment, and computer hardware and software, including applications and programming.
- Mathematics — Knowledge of arithmetic, algebra, geometry, calculus, statistics, and their applications.
- Social Perceptiveness — Being aware of others' reactions and understanding why they react as they do.
- Service Orientation — Actively looking for ways to help people.
- Speaking — Talking to others to convey information effectively.
- Active Listening — Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
- Coordination — Adjusting actions in relation to others' actions.
- Reading Comprehension — Understanding written sentences and paragraphs in work related documents.
- Oral Comprehension — The ability to listen to and understand information and ideas presented through spoken words and sentences.
- Oral Expression — The ability to communicate information and ideas in speaking so others will understand.
- Speech Clarity — The ability to speak clearly so others can understand you.
- Speech Recognition — The ability to identify and understand the speech of another person.
- Near Vision — The ability to see details at close range (within a few feet of the observer).
- Information Ordering — The ability to arrange things or actions in a certain order or pattern according to a specific rule or set of rules (e.g., patterns of numbers, letters, words, pictures, mathematical operations).
- Problem Sensitivity — The ability to tell when something is wrong or is likely to go wrong. It does not involve solving the problem, only recognizing there is a problem.
- Deductive Reasoning — The ability to apply general rules to specific problems to produce answers that make sense.
- Written Comprehension — The ability to read and understand information and ideas presented in writing.
- Performing for or Working Directly with the Public — Performing for people or dealing directly with the public. This includes serving customers in restaurants and stores, and receiving clients or guests.
- Interacting With Computers — Using computers and computer systems (including hardware and software) to program, write software, set up functions, enter data, or process information.
- Making Decisions and Solving Problems — Analyzing information and evaluating results to choose the best solution and solve problems.
- Getting Information — Observing, receiving, and otherwise obtaining information from all relevant sources.
- Communicating with Supervisors, Peers, or Subordinates — Providing information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.
- Resolving Conflicts and Negotiating with Others — Handling complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.
- Establishing and Maintaining Interpersonal Relationships — Developing constructive and cooperative working relationships with others, and maintaining them over time.
- Assisting and Caring for Others — Providing personal assistance, medical attention, emotional support, or other personal care to others such as coworkers, customers, or patients.
- Updating and Using Relevant Knowledge — Keeping up-to-date technically and applying new knowledge to your job.
- Processing Information — Compiling, coding, categorizing, calculating, tabulating, auditing, or verifying information or data.
- Communicating with Persons Outside Organization — Communicating with people outside the organization, representing the organization to customers, the public, government, and other external sources. This information can be exchanged in person, in writing, or by telephone or e-mail.
- Documenting/Recording Information — Entering, transcribing, recording, storing, or maintaining information in written or electronic/magnetic form.
- Identifying Objects, Actions, and Events — Identifying information by categorizing, estimating, recognizing differences or similarities, and detecting changes in circumstances or events.
- Monitor Processes, Materials, or Surroundings — Monitoring and reviewing information from materials, events, or the environment, to detect or assess problems.
- Organizing, Planning, and Prioritizing Work — Developing specific goals and plans to prioritize, organize, and accomplish your work.
- Performing Administrative Activities — Performing day-to-day administrative tasks such as maintaining information files and processing paperwork.
- Training and Teaching Others — Identifying the educational needs of others, developing formal educational or training programs or classes, and teaching or instructing others.
- Judging the Qualities of Things, Services, or People — Assessing the value, importance, or quality of things or people.
- Thinking Creatively — Developing, designing, or creating new applications, ideas, relationships, systems, or products, including artistic contributions.
- Evaluating Information to Determine Compliance with Standards — Using relevant information and individual judgment to determine whether events or processes comply with laws, regulations, or standards.
Detailed Work Activities
- Execute sales or other financial transactions.
- Verify accuracy of financial or transactional data.
- Collect deposits, payments or fees.
- Discuss goods or services information with customers or patrons.
- Operate communications equipment or systems.
- Greet customers, patrons, or visitors.
- Calculate costs of goods or services.
- Maintain financial or account records.
- Sort mail.
- Report maintenance or equipment problems to appropriate personnel.
- Make travel, accommodations, or entertainment arrangements for others.
- Distribute materials to employees or customers.
- Discuss account status or activity with customers or patrons.
- Refer customers to appropriate personnel.
- Prepare employee work schedules.
- Supervise clerical or administrative personnel.
- Provide information to coworkers.
- Store items.
- Clean facilities or equipment.
- Telephone — 100% responded “Every day.”
- Contact With Others — 90% responded “Constant contact with others.”
- Indoors, Environmentally Controlled — 95% responded “Every day.”
- Deal With External Customers — 73% responded “Extremely important.”
- Face-to-Face Discussions — 82% responded “Every day.”
- Frequency of Decision Making — 70% responded “Every day.”
- Work With Work Group or Team — 55% responded “Extremely important.”
- Freedom to Make Decisions — 43% responded “A lot of freedom.”
- Importance of Being Exact or Accurate — 47% responded “Extremely important.”
- Importance of Repeating Same Tasks — 49% responded “Extremely important.”
- Deal With Unpleasant or Angry People — 55% responded “Once a week or more but not every day.”
- Spend Time Standing — 37% responded “Continually or almost continually.”
- Frequency of Conflict Situations — 32% responded “Every day.”
- Impact of Decisions on Co-workers or Company Results — 39% responded “Important results.”
- Physical Proximity — 59% responded “Moderately close (at arm's length).”
- Structured versus Unstructured Work — 34% responded “Limited freedom.”
- Time Pressure — 50% responded “Every day.”
- Letters and Memos — 34% responded “Once a week or more but not every day.”
- Coordinate or Lead Others — 34% responded “Very important.”
- Spend Time Using Your Hands to Handle, Control, or Feel Objects, Tools, or Controls — 29% responded “Continually or almost continually.”
- Degree of Automation — 40% responded “Moderately automated.”
- Responsibility for Outcomes and Results — 28% responded “Moderate responsibility.”
|Title||Job Zone Two: Some Preparation Needed|
|Education||These occupations usually require a high school diploma.|
|Related Experience||Some previous work-related skill, knowledge, or experience is usually needed. For example, a teller would benefit from experience working directly with the public.|
|Job Training||Employees in these occupations need anywhere from a few months to one year of working with experienced employees. A recognized apprenticeship program may be associated with these occupations.|
|Job Zone Examples||These occupations often involve using your knowledge and skills to help others. Examples include sheet metal workers, forest fire fighters, customer service representatives, physical therapist aides, salespersons (retail), and tellers.|
|SVP Range||(4.0 to < 6.0)|
Percentage of Respondents
|Education Level Required|
|66||High school diploma or equivalent|
|24||Less than high school diploma|
|7||Some college, no degree|
Interest code: CES
- Conventional — Conventional occupations frequently involve following set procedures and routines. These occupations can include working with data and details more than with ideas. Usually there is a clear line of authority to follow.
- Enterprising — Enterprising occupations frequently involve starting up and carrying out projects. These occupations can involve leading people and making many decisions. Sometimes they require risk taking and often deal with business.
- Social — Social occupations frequently involve working with, communicating with, and teaching people. These occupations often involve helping or providing service to others.
- Concern for Others — Job requires being sensitive to others' needs and feelings and being understanding and helpful on the job.
- Dependability — Job requires being reliable, responsible, and dependable, and fulfilling obligations.
- Cooperation — Job requires being pleasant with others on the job and displaying a good-natured, cooperative attitude.
- Self Control — Job requires maintaining composure, keeping emotions in check, controlling anger, and avoiding aggressive behavior, even in very difficult situations.
- Stress Tolerance — Job requires accepting criticism and dealing calmly and effectively with high stress situations.
- Attention to Detail — Job requires being careful about detail and thorough in completing work tasks.
- Integrity — Job requires being honest and ethical.
- Independence — Job requires developing one's own ways of doing things, guiding oneself with little or no supervision, and depending on oneself to get things done.
- Initiative — Job requires a willingness to take on responsibilities and challenges.
- Social Orientation — Job requires preferring to work with others rather than alone, and being personally connected with others on the job.
- Adaptability/Flexibility — Job requires being open to change (positive or negative) and to considerable variety in the workplace.
- Leadership — Job requires a willingness to lead, take charge, and offer opinions and direction.
- Persistence — Job requires persistence in the face of obstacles.
- Achievement/Effort — Job requires establishing and maintaining personally challenging achievement goals and exerting effort toward mastering tasks.
- Analytical Thinking — Job requires analyzing information and using logic to address work-related issues and problems.
- Innovation — Job requires creativity and alternative thinking to develop new ideas for and answers to work-related problems.
- Relationships — Occupations that satisfy this work value allow employees to provide service to others and work with co-workers in a friendly non-competitive environment. Corresponding needs are Co-workers, Moral Values and Social Service.
- Support — Occupations that satisfy this work value offer supportive management that stands behind employees. Corresponding needs are Company Policies, Supervision: Human Relations and Supervision: Technical.
- Independence — Occupations that satisfy this work value allow employees to work on their own and make decisions. Corresponding needs are Creativity, Responsibility and Autonomy.
Wages & Employment Trends
|Median wages (2014)||$9.91 hourly, $20,610 annual|
|Employment (2012)||232,000 employees|
|Projected growth (2012-2022)||Average (8% to 14%)|
|Projected job openings (2012-2022)||141,500|
|Top industries (2012)|
Source: Bureau of Labor Statistics 2014 wage data and 2012-2022 employment projections . "Projected growth" represents the estimated change in total employment over the projections period (2012-2022). "Projected job openings" represent openings due to growth and replacement.
Job Openings on the Web
Sources of Additional Information
Disclaimer: Sources are listed to provide additional information on related jobs, specialties, and/or industries. Links to non-DOL Internet sites are provided for your convenience and do not constitute an endorsement.
- Information Clerks . Bureau of Labor Statistics, U.S. Department of Labor. Occupational Outlook Handbook, 2014-15 Edition.
- American Hotel and Lodging Educational Institute (AH&LEI) , 800 N. Magnolia Ave., Suite 1800, Orlando, FL 32803. Phone: (407) 999-8100. Fax: (407) 236-7848.